Exception routing

Exception routing defines how unmatched transactions are classified, assigned, and escalated. This guide describes severity classification, assignment rules, SLA tracking, and integrations with external workflow systems.

Severity classification

Exceptions are automatically classified by severity to prioritize review and resolution.

Default severity rules

Severity	Default criteria	SLA
Critical	Amount ≥ 100,000 OR age ≥ 120 hours	24 hours
High	Amount ≥ 10,000 OR age ≥ 72 hours	72 hours
Medium	Amount ≥ 1,000 OR age ≥ 24 hours	120 hours (5 days)
Low	All other cases	168 hours (7 days)

Severity directly affects SLA deadlines, escalation behavior, and routing priority.

Assignment routing

Assignment routing ensures exceptions reach the appropriate teams automatically.

User groups

User groups allow scalable and resilient assignment strategies.

Automatic user group assignment methods (round_robin, least_loaded, random, all) are planned but not yet implemented. Currently, exceptions can be assigned to individual users or groups manually via the assignment API.

SLA tracking

SLA tracking monitors exception aging and triggers warnings or escalations when thresholds are reached.

Additional exception endpoints

Beyond the basic exception CRUD, Matcher provides endpoints for advanced exception workflows:

Endpoint	Method	Description
Dispatch exception	`POST`	Send an exception to an external system or team
Process callback	`POST`	Receive resolution callbacks from external systems
Bulk assign	`POST`	Assign multiple exceptions to a user or group at once
Bulk resolve	`POST`	Resolve multiple exceptions in a single operation
Bulk dispatch	`POST`	Dispatch multiple exceptions to external systems
List comments	`GET`	Retrieve all comments on an exception
Add comment	`POST`	Add a comment to an exception for audit and collaboration
Delete comment	`DELETE`	Remove a comment from an exception
List disputes	`GET`	Retrieve all disputes with filtering
Get dispute	`GET`	Retrieve details of a specific dispute
Open dispute	`POST`	Flag an exception as disputed for escalated review
Close dispute	`POST`	Close a dispute with a resolution
Submit evidence	`POST`	Add evidence to support a dispute case

Integrations

Matcher integrates with external systems to support operational workflows.

JIRA: Use JIRA to track and resolve exceptions as issues.
Webhooks: Send exception events to custom systems in real time.

All integrations support:

Secure authentication
Retry and backoff
Bidirectional status updates (when enabled)

Dispatch targets

When dispatching an exception, the targetSystem field must be one of the following values:

Target	Description
`JIRA`	Dispatch to a JIRA project
`SERVICENOW`	Dispatch to ServiceNow (not yet implemented — returns MTCH-0508)
`WEBHOOK`	Dispatch to a custom webhook endpoint
`MANUAL`	Flag for manual handling outside of automated systems

Filtering by external system

When listing exceptions, the external_system query parameter accepts any string value for filtering. This allows you to filter exceptions dispatched to any system, including custom identifiers that may have been set through callbacks.

Dispatch error handling

When dispatching an exception to an external system, Matcher returns specific error responses:

Status Code	Condition	Description
200	Success	Exception dispatched and external issue created
400	Invalid request	Missing required fields (exception ID, target system, or actor)
422	Unsupported target system	The target system value is not one of the supported dispatch targets listed above
422	Connector not configured	The target system is valid but has no connector configuration. Verify that the integration is set up before dispatching.
422	Invalid state transition	Exception is not in a dispatchable state

Monitoring and analytics

Use routing statistics to evaluate effectiveness:

Exception volume by severity
SLA breach rates
Routing rule distribution
Integration success and failure rates

Best practices

Start simple

Begin with severity-based routing and expand as patterns emerge.

Prefer groups over individuals

Group-based routing improves resilience and workload balance.

Define realistic SLAs

Align SLA targets with operational capacity.

Monitor SLA trends

Frequent breaches indicate misaligned thresholds or staffing gaps.

Validate integrations before production

Always test JIRA and webhook integrations in non-production environments.

Plan for webhook failures

Configure retries and alerts for critical notification paths.

Next steps

Resolving exceptions

Resolve exceptions through the API or external systems.

Webhooks & callbacks

Advanced event delivery and callback handling.

Overview

Guides

Matcher UI

MCP Server

Operations

Exception routing

Severity classification

Default severity rules

Assignment routing

User groups

SLA tracking

Additional exception endpoints

Integrations

Dispatch targets

Filtering by external system

Dispatch error handling

Monitoring and analytics

Best practices

Next steps

Resolving exceptions

Webhooks & callbacks

​Severity classification

​Default severity rules

​Assignment routing

​User groups

​SLA tracking

​Additional exception endpoints

​Integrations

​Dispatch targets

​Filtering by external system

​Dispatch error handling

​Monitoring and analytics

​Best practices

​Next steps

Resolving exceptions

Webhooks & callbacks

Severity classification

Default severity rules

Assignment routing

User groups

SLA tracking

Additional exception endpoints

Integrations

Dispatch targets

Filtering by external system

Dispatch error handling

Monitoring and analytics

Best practices

Next steps